Complaints

This profile includes complaints for 1-800-PACK-RAT, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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1-800-PACK-RAT, LLC has 80 locations, listed below.

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  1-800-PACK-RAT, LLC

  11640 Northpark Dr Ste 300 Wake Forest, NC 27587-3302

  
• 

  1-800-PACK-RAT, LLC

  1901 Treygan Rd Ste 190 Garner, NC 27529-5353

  
• 

  1-800-Pack-Rat, LLC

  12 Forge Pkwy Franklin, MA 02038

• 

  1-800-PACK-RAT LLC

  533 Rotterdam Industrial Park Schenectady, NY 12306

• 

  1-800-Pack-Rat LLC

  1720 Boulter Industrial Parkway Webster, NY 14580

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 07/18 I placed a request for services with 1800packrat to drop off a container on 07/22, to pick up the container from *********, on 07/29, and drop it off at the final destination in **********, ** on the same date. We would be charged as we went, drop off charge and monthly rent first and then the remainder after the services were completed ($422.20). The 07/29 came and no one contacted me to pick up the container, business hours are **** pm, I waited until 11pm for someone to notify me of anything and called various times throughout the day with no concrete answer given. My boyfriend and I have been sleeping on the floor of our empty apt which we have to be out of by the 1st. The next morning I received a text message stating trucks have broken down and all Saturday and Monday deliveries would be rescheduled but not when. I called Sunday, the whole day to get some answers. I finally find out that I have been rescheduled for 08/02 without notice and agreement from my part. I try to speak with someone to guarantee my container is moved before the 1st and they are unable to provide answers. Since Saturday, *** spoke to about 9 different ***** ************ and billing agents who were able to provide a few discounts but they are still charging me for services that will not be rendered (about $300 and something -they havent provided clear answers) I have canceled the order and understand being charged for initial drop off of container to *********. I am now renting a Uhaul and completing the move on my own. I still need to remove things from the Pack Rat container and move into the Uhaul. Moving is stressful enough and I had to deal with this company and their inefficiency to fulfill what they do as a business which makes this a really bad experience.

  

  Business Response

  Date: 08/02/2023

  We sincerely apologize for the issues that occurred during our customer's move. We appreciate ****************** speaking with a team member so we could learn more about her experience and provide compensation.

  Customer Answer

  Date: 08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/31/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1-800-PACKRAT was scheduled to be dropped off at our house on July 24th. The 24th came and went with no containers. Both my wife and I took time off of work to get the containers packed but wasted the entire day since the containers were not delivered. After calling customer support on the 25th, I was able to get them to add us to the schedule and drop the containers off that evening. This only left us with a stressful 3 days to pack our entire house into the containers. The containers needed to be picked up on July 29th since we closed on the sale of our house this morning (July 31st). Saturday the 29th came and went.... containers are still there. I called customer service and told them that these containers need to be gone no later than the 30th as this property will no longer be ours as of the 31st. They assured me that the facility would have them removed in time. It is now July 31st and we are no longer the owners of the property and these containers are still there. I need these containers to be picked up and removed. We've lost both time and money due to the inconvenience that this has caused us. I don't know if I can trust the company to deliver our containers to the new home at the time that they scheduled since they haven't been on time with anything thus far. Please remediate and stick to the schedule that we agreed upon at the time of signing our contract.

  

  Business Response

  Date: 08/07/2023

  We are deeply sorry for the delivery and pick-up delays that have occurred. We appreciate ************ taking the time to speak to a member of our Resolution Team so we could provide compensation for the issues and work on a resolution. We look forward to completing this move on a better note. 

  Customer Answer

  Date: 08/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First, I booked a Quote with *****************************. We had a good 45 minute conversation about my needs, how the process works etc. I then called PODS and got a better price. ****** called me and spent another half hour chatting with me, beat PODS quote, and earned my business. I called 2 weeks later to update my delivery address AND SHE HAD NO RECORD OF OUR CONVERSATION. Had no memory of me. The quote was no longer valid. I had to raise h*** and get a manager to go back through the phone recordings to prove I'd even talked to ******. Next, they were a day late picking up our load. Their excuse was that their drivers keep quitting without notice (HUGE RED FLAG).Containers were picked up July 15th and scheduled for delivery July 29th. I was assured multiple times, including the day of delivery that they would arrive in time. I had movers lined up for 9am on the 30th, and because this is the busy season, I would not be able to reschedule them. 5pm on the 29th I call the 800#. After holding for nearly 2 hours (this isn't an exaggeration, they're hold times are literally the worst) acompletely clueless lady answers and tells me she has "no idea" where my delivery was, or why it didn't arrive. Says she has to transfer me to another company (??). The recording at that company says the hold time is 5 minutes. I waited an hour and no one picked up.Called again 7/30. Was transferred and told they had no idea why my shipment wasn't delivered, that maybe it would come tomorrow.I still have no idea where my belongings are, when or if they'll arrive, and Pack Rats customer service couldn't care less. This company failed to deliver on multiple promises. I'm demanding a refund.

  

  Business Response

  Date: 08/04/2023

  We are truly sorry for the scheduling issues and delays our customer experienced.It is always our goal to provide a stress-free move for our customers, and we apologize for problems that were caused by issues on our end. We appreciate ******************* speaking with a team member so we can learn more and provide compensation for the delays. 

  Customer Answer

  Date: 08/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company was contracted on 14July 2023. It was selected from a multitude of competitors. The company representative lower its quote price to $4,098.00 which was cheaper than several other bid. Container was delivered on 22 July 2023 and the company charged a first month rental fee of $343.68. The filled Container was picked up on 26 July 2023 and the company charged the credit card $4,517.99. The charged amount ($4,517.99) is $419.99 more than the than the $4,098.00 price list on their Order Number LDM-RET-******* dated 14 July 2023. Copy of the company 0rder Number is an uploaded document. Called company representative today (28 July 2023) about the $4,517.99 charge appearing on credit card and further stated the amounted charged exceeded the contracted price of $4,098.00. Company Representative summarized tha complaint as being fruitless the company wins.

  

  Business Response

  Date: 08/01/2023

  We apologize for any billing issues that occurred during our customer's move. A team member has spoken with **************** to discuss the charges and provide compensation. We appreciate the feedback and the opportunity to work on a resolution. 

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This place has given me a horrible experience. Units were supposed to be delivered yesterday and they refused to deliver because the traffic and a patch of grass. The driver said they were going to deliver at 8:30am and I told him to call me if anything was wrong. Did not hear anything until 3pm and customer service called to say they couldnt deliver and she would be reaching out to a manager and get back to me. 6pm comes around and still nothing. So I called them myself and back and forth with representatives until 10pm at night. Meanwhile I hired movers to come the next day at 8am. So the next day roles around and I call in the morning going back and fourth again to get to a supervisor, spoke to ****** finally and she said we could not get any refund from what we paid for storing the units and that we still had to pay for the delivery. Then proceeds to say that we have to come to the facility to unload all our stuff out of the units to then put in uhaul to then deliver to our new home. Its been a nightmare. I have paid a lot of money to these people and then had to dish out all this other money to move my own stuff. Do not recommend this company at all. There customer service is the worst Ive ever had to deal with. Id like a full refund of the $500.00 I paid for storing and the $38.00 delivery fee that is charged, also I am requesting to get my money back for paying the uhaul, which was $176.95 and the gas to put in it which was $50.00.

  Customer Answer

  Date: 07/29/2023

  This is a picture of the 26ft uhaul in our driveway where the unit was supposed to be delivered. There is no reason a 16ft unit would not have fit in this driveway. 

  

  Business Response

  Date: 08/04/2023

  We sincerely apologize for the issues that occurred due to the driver being unable to place the unit. A member of our Resolution Team has reached out to ************ to learn more about his experience. We appreciate the feedback he has provided as we are always working to create a stronger customer experience.

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20389777
  
  I am rejecting this response because:

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/26/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm supposed to have a 16' Container delivered 7/25 between 11:00am and 3:00pm. At 3:42pm I get a text message from the manager that the delivery will be made 7/26 between 8:00am and noon. I tried to call back but no one answered, I texted back asking to call me, nothing!I already made arrangements for two helpers to come tomorrow morning, but I now have to pay a cancellation fee. 1-800-PACK-RAT states "we offer guaranteed delivery time windows."Not sure what Guaranteed means!

  

  Business Response

  Date: 07/27/2023

  We are deeply sorry for the unexpected rescheduling and the problems this caused our customer. A team member has reached out to ********** to discuss his experience in greater depth. We look forward to completing this move on a positive note. 

• Initial Complaint

  Date:07/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company lost a container of my house contents and has charged me. I have called 6 times in 2 weeks and they just said its lost. Now when I call, my number is blocked.

  

  Business Response

  Date: 08/01/2023

  We are truly sorry for the delays and the poor communication our customer received during her recent move. We can confirm the container is on schedule for delivery. We appreciate ********************** providing us with feedback as we are always working to improve our services.

  Customer Answer

  Date: 08/01/2023

   
  Complaint: 20373374
  
  I am rejecting this response because: my delivery date was July 14. Goods arrived yesterday with no confirmation they were arriving, and although I have blocked my credit card with you, you charged my credit card for $99.90 without authorization. Overall, I have been charged $5000 more than **********. Zippy already sold my work email address as well, without my consent. I had to give it to them because they assured me they had been trying to email me and couldnt use my personal email so I gave my work email so I could obtain a copy of my contract. That was one week ago and now my work email is full is spam. For 3 years, no spam and now at least 10 a day, with my name inserted. You are one shady company.
  
  ****************************************************

  

  Business Response

  Date: 08/02/2023

  We appreciate the additional feedback and information our customer has provided. We apologize for the continued issues. A team member has spoken with ********************** to provide compensation for the delays and problems she encountered during her move.
  
  
  

  Customer Answer

  Date: 08/02/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  *****************************************************

• Initial Complaint

  Date:07/25/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ??It seems as if the second Zippy Shell charged me the final amount owed, employees stopped being accommodating and honest. I have stuff in a pod that was shipped from ********* to *******. When my items got to ******* on 7/14, I called and requested a 7/23 drop off date to my new apt. When I called and requested a 7/23 drop off date on 7/14, they said facilities were closed Sundays. So I requested Monday, 7/24. A customer service rep said they only had 7/26 available. I called back later to see if I could get an earlier date if someone ever canceled because I would be in an empty apartment without my stuff for three days if my stuff wasnt delivered, and the boy I talked to say I could possibly get an earlier date if I paid extra to have people from Zippy help me move my stuff in. So he tried to upsell me after I already spent almost $2500 to get my items shipped. Then I called back the next day to ask where my stuff was shipped and stored so that I could get quotes from movers I told the customer service rep not to cancel my 7/26 appt before I got my quotes. They canceled my appt anyways and later sent a email saying I could pick up my stuff on 7/17, which was not even the correct date or what I wanted. So I called back to tell them the info they sent was the wrong day, and also told them I didnt want to do a pick-up because moving company quotes were expensive. I said that I wanted to keep my drop off on 7/26. So the girl I talked to said a time slot opened and she could actually squeeze me in for a 7/24 drop off, which was a lie. So today, 7/24, I waited here all day for my stuff. Zippy Shell never arrived. Now, I have called 3 times today with people who all claim to be supervisors, and they have not given me an answer on when I can get my stuff. No one communicates or is helpful, and there is no urgency to get peoples stuff delivered. Everyone just sounds like theyre reading from a script and throwing around empty Im sorrys.

  

  Business Response

  Date: 08/01/2023

  We are deeply sorry for the confusion that occurred during the delivery scheduling. We are glad to see that the container was able to be delivered early. A team member spoke with ******************** to learn more about her experience. We greatly appreciate the valuable feedback she has provided.

• Initial Complaint

  Date:07/25/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Account Number: *************** Scheduled date of delivery: July 11, 2023 I paid 1-800-PACKRAT $2500 in full to ship a container of my belongings from ******, ** to *****, ** on 6/26/2023 with a delivery date expected July 11, 2023. The company has rescheduled 3 or more times now, and continues to not show up, and then not call. I am continuously losing money on my rental furniture, the hired help to move, and the items expected two weeks ago. I call repeatedly have to call back and sit on hold for an hour to hear "it's been rescheduled" and still - nothing. The ********* manager, ********, will not answer my phone calls or reschedule without me constantly asking and calling the escalations department, and now I am receiving more bills from Packrat for the rental of the box, when I never wanted to store my stuff! I simply want the contract signed to be completed. Please deliver my belongings.

  

  Business Response

  Date: 07/26/2023

  We deeply apologize for the unexpected delays and the problems this caused our customer. We can confirm the container has been delivered. A team member spoke with ************** to discuss her experience in more depth and to process compensation for the issues that occurred during the move. We look forward to completing this move on a more positive note. 

• Initial Complaint

  Date:07/24/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried repeatedly for DAYS to CANCEL my order with 1800PackRat.I was initially trying to get a hold of them to change the size. I became so frustrated with their poor customer service - I then wanted to cancel.I'd rather carry each thing I own on my back then to ever have to deal with 1800PackRat.NO ONE answers the phone. I have currently been on hold for 1 hour and 15 minutes. Then phone disconnected.I have tried sending an email.I have tried their chat.I have tried sending a message through their website.If you follow their prompts to "order service" someone picks right up, but they are not equipped to cancel an order. If you can take an order, you should be able to cancel and order.The salesman transferred me and I was FINALLY able to get through. My order is canceled, and he stated I would receive confirmation within 24 hours.

  

  Business Response

  Date: 07/27/2023

  We sincerely apologize for the issues that caused our customer to cancel their move. A team member has looked into this and can confirm that the order has been cancelled. We have attempted to reach ***** to discuss their experience. We hope to speak with them soon.